Vice President Of Operations
Mountain View, Ca, Us
- Recruited by CEO & COO as employee #13 to build and run a large component of Operations- Joined pre-Series A funding and scaled business to over 500 employees on brink of $1B IPO- Most recently responsible for 110 team members across 3 departments- Exceeded all expectations in building out Support, Data Operations, Client Implementations, Account Management, Fulfillment, Inventory, and other departments from concept to sustainable operation- Visionary and Executive Sponsor for large cross-functional project to migrate CRM to Salesforce platform- Accelerated adoption of best practices in key partner, client, and member facing departments- Introduced processes critical to the rapid growth of all business functions; from Regulatory to Forecasting- Streamlined functions essential to client onboarding and ongoing account management- Improved teams and management with pivotal hires, mentoring them to optimize available talent - Increased ratio of Support Associates to Members from 1:7,000 to 1:23,000 over a 12-month period- Awarded Complaints Management team & processes due to ongoing success with Member Support- Defined and built Program Management functions to drive consistency and efficiency within the company- Played an integral role in FDA inspections, ISO audits, as well as our interactions with other accrediting entities- Led annual budgeting process for Operations and managed monthly departmental budget reviews- Streamlined business operations by leading search & selection for more than 5 essential third-party partners